Problem summary
You connected Funnel MCP and signed in, but tool calls fail with a user_not_found error. This happens even though you can sign in to Funnel in your browser with the same account.
Error message or symptoms
{"error":"user_not_found","message":"Your user account was not found. Please contact support and quote reference `<reference>`.","reference":"<reference>"}Some tool calls show a similar message:
Your user account was not found in the directory. Please contact support and quote reference `<reference>`.
Your MCP client may show the error code, the message or both. The reference is different for each failed attempt.
If you can't sign in at all and the error includes an ofid_ reference, follow Troubleshoot: Authorization with the MCP server failed in Funnel MCP instead.
When does this occur
After you connect Funnel MCP in an MCP client such as Claude or ChatGPT and sign in.
On the first tool call, for example when you ask your MCP client to list your Funnel workspaces.
When the region you selected, or the Funnel MCP server URL you used, doesn't match the region where your Funnel subscription is hosted. For example, you selected EU but your subscription is on the US (Global) instance, or the other way around.
When you signed in to Funnel MCP a different way than you sign in to Funnel, for example with an email and password instead of your Google account.
Root cause
You may see the error because of one of these reasons:
Wrong region: Funnel runs separate Funnel MCP servers for US (Global) and EU. Each server can only find users whose Funnel subscription is hosted in that region. If you connect to the server for the other region, you can still sign in, but Funnel MCP can't find your user, so tool calls return
user_not_found.Different account: The account you signed in with isn't linked to your Funnel user. For example, your Funnel access is linked to your Google account, but you signed in to Funnel MCP with an email and password.
Solution
Check which region your Funnel subscription is hosted in:
US (Global): You sign in to Funnel at
https://app.funnel.io/. The Funnel MCP server URL ishttps://mcp.ai.funnel.io/mcp.EU: You sign in to Funnel at
https://app.eu.funnel.io/. The Funnel MCP server URL ishttps://mcp.eu.ai.funnel.io/mcp.
Remove the Funnel connector from your MCP client, then add it again for the correct region:
Claude: In Settings > Connectors, remove Funnel. Find Funnel in the connector directory again. The Connect Funnel dialog selects US by default, so check the region before you continue. Under Choose the region where your account is hosted, select US or EU, then click Connect.
ChatGPT: The Funnel app in the ChatGPT directory only connects to the US (Global) server. If your subscription is in the EU, connect ChatGPT to the EU Funnel MCP server with a custom app.
Other MCP clients: Update the server URL to the one for your region.
When Funnel asks you to sign in, use the same account and method you use for Funnel. For example, if you sign in to Funnel with your Google account, use your Google account here too.
In a new chat or session, run a simple prompt such as
List the workspaces I can access in Funnel.